Service Desk Level 1 Analyst

AT DYOPATH, we're thrilled that we've been recognized as a "Great Place to Work" for four consecutive years! What's the secret to our success? It's our incredible team. Our culture thrives on collaboration, innovation, and mutual respect.

At DYOPATH, we believe:

• You deserve to grow and feel empowered in your role.
• A fun, diverse environment allows you to bring your authentic self to work every day.
• Maintaining a healthy work-life balance is essential to our positive culture.

We can't wait for you to join us and contribute your creativity, passion, and entrepreneurial spirit at DYOPATH!

We are hiring an onsite Service Desk Level 1 Analyst in Monterrey, MX! 

As the Service Desk Level 1 Analyst, you will provide technical support to customers or employees needing assistance with IT-related issues or problems. You will be responsible for answering phone calls, emails, and chat messages and addressing technical issues promptly and professionally. You will work closely with other IT staff to escalate and resolve problems that cannot be resolved at the first level.

What is the location, shift, and pay?

• Location: onsite in Monterrey, N.L. México C.P. 64909
• We have 2 shifts available:
  • 9:00am - 7:00pm, Monday - Friday (During Training Period 7:00am - 5:00pm) OR
  • 9:00am - 7:00pm, Tuesday - Saturday (Saturdays are remote)
• Pay: 17,000 pesos monthly (before taxes)

Essential Functions

• Respond to incoming phone calls, emails, and chat messages from customers or employees seeking technical support.
• Log all service desk interactions in the ticketing system and escalate issues to the appropriate team or individual.
• Provide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems.
• Resolve technical issues when possible and escalate to appropriate support teams when necessary.
• Ensure timely and accurate resolution of all service desk issues.
• Conduct follow-up activities with customers or employees to ensure satisfaction with the service provided.
• Continuously improve technical skills and knowledge through training, certification, and self-directed learning.
• Participate in special projects as assigned.

Qualifications and Requirements:

• Advanced English Skills - oral and written
• 1-2 years of experience in a technical support role, preferably in a service desk environment
• Strong customer service skills, with the ability to communicate technical information to non-technical users.
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
• Knowledge of ITIL or similar service management frameworks a plus
• Ability to work independently and as part of a team, focusing on delivering exceptional customer service.
• Excellent problem-solving and analytical skills
• Ability to manage multiple tasks simultaneously and prioritize workload effectively.

Our comprehensive benefits package:

• Savings / Monthly 13% cap
• Pantry Vouchers 9% deposited every month
• Christmas Bonus: 25 days of your daily income
• Vacations - 12 days after the first year
• Anniversary Bonus - 10 days of base salary
• Vacation Premium – 40% first year
• Major Medical Insurance covers you and your immediate family
• Life Insurance
• Quarterly Bonus
• Marriage or Bereavement Time off
• Maternity/Paternity Time off

Join Our Team!

If you are ready to take your career to the next level and contribute to a team that values both purpose and success, we want to hear from you! Apply today to be part of DYOPATH, where your skills and passion can make a difference.

Equal Opportunity Employer

DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com.The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.